After more than 18 years of partnership, Porto City Council uses EasyVista to manage municipal service requests across 21 organizational units, with 89% SLA compliance and approximately 85% user satisfaction in 2025.
EasyVista, a global leader in IT service management (ITSM) solutions, today announced that Porto City Council (CMP), the municipal government of Porto, Portugal, has expanded its use of the EasyVista ITSM Platform across 21 organizational units, creating a centralized service management environment that allows it to better monitor operations, standardize processes, and make the delivery of municipal services more efficient.
What began nearly two decades ago as an initiative within the Information Systems department has evolved into a cross-functional service management platform currently used by approximately 4,900 end users and 300 technicians across areas including HR, Finance, Procurement, Legal, Civil Protection, and Archives.
By standardizing service management processes and consolidating requests on a single platform, Porto City Council has improved visibility into operations, made requests easier to track, and established more consistent service processes across departments. In 2025, the municipality achieved an SLA compliance rate of 89%, while approximately 85% of users reported being “very satisfied” with the services delivered through the platform.
“We needed a centralized and integrated way to manage requests across the organization while improving visibility and consistency in service delivery,” said Paula Maciel, Senior Technician at Porto City Council. “EasyVista allowed us to evolve from isolated processes into a unified service management model that supports multiple departments and gives users greater transparency into the status of their requests.”
Before adopting EasyVista, service requests were managed through email, phone calls, spreadsheets, and in-person interactions. This fragmentation made it harder to track work, record requests consistently, and prioritize them effectively.
Today, EasyVista is a central platform for managing municipal services, enabling the Porto City Council to standardize workflows, automate processes, and provide employees with self-service capabilities. Centralizing operations on a single platform also allows the City Council to use the collected data to support planning, monitor performance, and make more informed decisions across various departments.
The platform is also integrated with municipal systems and Power BI dashboards, helping the City Council monitor performance indicators, use operational data for planning, and make more informed decisions across the various organizational units.
One of the most significant expansions of the platform is its integration with Domus Social, the municipal organization responsible for public housing, infrastructure maintenance, and social development programs in Porto. This integration made it possible to centralize the management of requests for repairs to municipal infrastructure and equipment, helping teams coordinate work and track requests in real time across the departments involved.
In 2025, the platform supported:
- 68 municipal buildings with 2,376 requests logged
- 18 health centers with 1,108 requests logged
- 68 municipal schools, averaging approximately 4,800 requests annually
This evolution has helped Porto City Council replace outdated applications and scattered request channels with a more structured approach that can keep pace with the growth of municipal services.
“Municipal organizations manage very diverse services, which makes it more difficult to ensure consistency, visibility, and effective governance across the entire organization,” said Alén Fernández, VP of Southern Europe, EasyVista . “Porto City Council demonstrates how a long-term approach to service management—one that evolves alongside the organization’s maturity—can be progressively expanded to different areas, improve operational performance, and lay the groundwork for continuous modernization.”
After 18 years of partnership with EasyVista, Porto City Council continues to expand its use of the platform with initiatives focused on improving the self-service experience, automating workflows, advanced knowledge management, automatic ticket classification, and monitoring KPIs across its various departments.